FNB Namibia is providing more convenient ways for customers to update their personal information by availing the option for verification using the Cellphone Banking channel.
Document verification and personal information update or validation, also known as Know Your Customer (KYC), is a requirement of FIA (the Financial Intelligence Act, 13 of 2012) and FNB Namibia, along with the rest of the banking industry, is obligated to continuously validate all existing customers’ information as and when their personal information reaches its expiry date. This applies to individuals, companies, partnerships, close corporations, trusts, and other legal entities.
Essentially, KYC represents all the data and information clients have provided to their bank, such as contact details, residential and postal addresses, ID numbers and other important information as required.
Customers are required to login to their cellphone banking where they will be prompted for their pin and will be able to access the account verification service post login. Customers whose profiles are overdue for an update may also receive messages to go to a branch or contact the helpdesk. Customers whose profiles are up to date will receive a response that their account is verified, and no further action is required.
“We are always looking for convenient solutions for our customers, and the addition of using Cellphone Banking to update your personal information in order to be compliant with Know Your Customer (KYC) regulations is quick, easy and most importantly, secure. We urge our customers, especially those who do not have app enabled phones, to verify their accounts using this platform” said Nangula Kauluma, FNB Namibia Executive, Retail Banking.
Other ways customers can update their profiles include doing so on the FNB App or in a branch most convenient for them. They can also speak to a Call Centre agent. Furthermore, if an existing customer wishes to benefit from new or additional products and/or services, the bank will need to verify that customer’s particulars before this can happen.
“Having up-to-date information is a crucial factor in ensuring that you remain legally compliant while also allowing us to offer you delightful and relevant banking solutions whilst very importantly, guarding against fraud,” Kauluma said.
Moreover, FNB warns the public to be vigilant of possible scammers who may try to take advantage of this process to gain their personal information for dubious activities and urges clients not to share their details on the phone with suspicious numbers or email addresses.
“You may be contacted by a consultant to verify your personal or business details – this is safe. However, the FNB consultant will never request or confirm Usernames, PINs, Passwords (Online Banking credentials), One Time Passwords (OTPs) or Debit/Credit card information. Should you be uncomfortable with a caller, we encourage customers to immediately hang up the call and contact our Contact Centre or their nearest FNB branch,” emphasised Rodney Forbes, FNB Namibia Executive Officer, Points of Presence.
FNB may contact customers who are due for information update via the FNB App, SMS and email, and will guide them on how to submit the required information and documents. If customers are contacted for this purpose, they may direct any further queries to the below:
• FNB Contact Centre on 061 299 2222
• Email submission to KYC-Compliance@fnbnamibia.com.na
• Private Banker, Relationship Manager or Nearest FNB branch
If the bank is unable to refresh a customer’s data, their account may be subjected to transactional restrictions until the necessary personal information has been verified or submitted, as required.